Year: 2025
Type: article
Abstract: The rapid digital transformation has reshaped knowledge management, driving the need for advanced solutions to manage information's increasing volume and complexity. This paper investigates the role of AI chatbots in enhancing web-based knowledge management portals, focusing on their ability to streamline information retrieval, deliver personalized responses, and support continuous learning. By examining the design, benefits, and limitations of chatbots, the study emphasizes their capacity to provide instant, conversational interactions that mimic human interviews, fostering user engagement and improved learning outcomes. However, challenges persist, particularly in chatbots' understanding of conversational nuances and contextual accuracy. The research employs qualitative and quantitative methods, analysing chatbot integration in knowledge portals, and finds that AI chatbots significantly improve system accessibility, responsiveness, and scalability. This contributes to enhanced organizational productivity and more informed decision-making, positioning chatbots as key enablers in modern knowledge management systems.
Author: Suhizaz Sudin
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: diamond
OpenAlex ID: W4409622652